1. Mitel Customer Service Manager

2. slide 2Mitel | Confidential
Agent and system resource optimization
Agent productivity and effectiveness
Agent performance
Drive Your Business with Mitel Customer Service Manager
Optimize
Measure
Monitor
An Entry-Level Contact Center for Mitel Communications Platforms
Training needs, cost savingsIdentify

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Established Market Presence

4. slide 4Mitel | Confidential
Get the Complete Picture
 Building on Mitel Business Dashboard
functionality, Customer Service
Manager adds entry-level Contact
Center functionality
– Agent visibility and control
– Supervisor positions for monitoring and
control of agent groups
– Multimedia allowing your customers to
contact you via email as well as voice
– Complete historic and real-time reporting
for voice and email
– Visual wallboards for agents or agent
groups
You can’t manage what you can’t measure

5. slide 5Mitel | Confidential
Enterprise-Wide, Centralized Reporting
 Centralized reporting for your entire
enterprise
– Remote locations
– Remote employees
Operations / Warehouse
 Multi-level business analysis
– Location
– Department
Marketing Sales
Note: 5000 CP Only. 3300 Roadmap Item for R6.0
– Workgroup
– Agent

6. slide 6Mitel | Confidential
Spend Less Time Making Better Decisions
Focus on business priorities
by filtering out unimportant
information
– Customizable filters
– Drill-down views
Customizable reports and
color graphical displays
Easy to use
– Easy-to-understand interface
– Intuitive menus

7. slide 7Mitel | Confidential
Maximize Contact Center Effectiveness
 Track all aspects of contact
center activity
– Calls
– Emails
– Agent states
– Service levels
– Lost calls
– Line usage
 Identify areas requiring
improvement
 Automate reports – printing,
emailing, or publish to web

8. slide 8Mitel | Confidential
Agent Productivity
 Queue Activity
– See callers in queue
– See emails in queue
– View call history
 Telephony control from your PC
– Agent login / logout and status change
– Call annotation
– Set account code
– See colleague status
– Automate call actions based on call
type or agent status change

9. slide 9Mitel | Confidential
Agent Productivity
Screen pop database records
on incoming and outgoing
calls or emails
– Out of the box integrations with
Microsoft®
Office, Microsoft Access®
,
Goldmine®
, ACT! By Sage,
Maximizer™
– Answer callers by name

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Supervisor Control
 Agent and queue visibility
– See how many calls are waiting
– View longest call waiting times
– See agent status and time in that status
 Monitor and control agent call activity
– Listen in or intrude on calls
– Steal calls
– Force agent state changes
– Identify areas for improvement
 Reporting
– View real-time and historic information
– Run reports on demand
– Schedule automatic reports

11. slide 11Mitel | Confidential
Multimedia Option
 Customers can contact you by voice or email
– Voice and email in combined queue
– Re-queue your abandoned calls
– Screen pop from email addresses
– Provide automatic updates and replies to
customers
– Integrate with Microsoft Outlook®
– Combined voice and email reporting

12. slide 12Mitel | Confidential
Mitel Business Dashboard Modules
CSM Server &
Intelligent Router
CSM
Reporter Pro
CSM RealViewer
CSM Clients
Standard Features Optional Features
 Mitel 3300 & 5000 CP Integration
 Monitors all internal & external calls
 Collects data for all MBD modules
 Comprehensive agent historical
and real time report generation
 Auto-reporter for scheduled
reports
 Combined voice and email
reporting
 Displays historical and real-time
agent voice call stats on your
screen
 Visual and audible alarms
 Displays historical and real-time
agent email stats on your screen
 Agent status control
 PIM Integration – Act!,
Goldmine, Maximizer, MS
Outlook, MS Access
 Automated Dialing
 Custom CRM Integration
 Intelligent Router Provides
 Advanced Skills Routing
 Automation
 Multimedia (email) Routing

13. slide 13Mitel | Confidential
Summary
Mitel Customer Service Manager gives your contact center staff:
Better Understanding
Better Monitoring
Better Control

14. slide 14Mitel | Confidential
Summary
Mitel Customer Service Manager enables you to:
Increase Business Performance
Increase Business Profitability
Increase Business Revenues

15. Thank you
The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and
is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel
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